FAQs
Frequently Asked Questions
What if my flight is delayed?
We track your final arriving flight into Japan (Narita, Haneda, Kansai, etc.) and adjust the pickup time accordingly.
If your flight is delayed or rescheduled, please inform us in advance.
Please note: if you choose a custom pickup time instead of providing your flight number, flight tracking will not apply. In that case, the driver will follow the selected time and wait accordingly.
How do I meet the driver? Is there a name sign?
If you purchase the Meet & Greet add-on, the driver will wait at the arrival hall holding a sign with your name.
Without the add-on, the driver will contact you via WhatsApp and meet at the designated pickup point.
Driver and vehicle details, along with a meeting point map, will be sent the day before your transfer.
How should I choose a vehicle based on luggage?
We offer two types of vehicles:
Alphard: up to 5 passengers + 5 × 24" suitcases
Hiace: up to 9 passengers + 9 × 24" suitcases
Oversized luggage (over 24") = 2 seats
For every empty seat, 1 extra suitcase is allowed.
Please select number of passengers based on luggage size.
Is there a night surcharge for late transfers?
Yes, a ¥2,000 night service fee applies between 10:00 PM – 6:00 AM, payable in cash.
We normally don’t accept bookings between 12:00 AM – 5:00 AM, unless you request in advance.
Late-night transfers in this window will incur a ¥5,000 surcharge.
Can I request a child seat?
We provide 1 booster seat (for children approx. ages 3–6) free of charge, based on availability.
Please note in your booking if needed, and remind the driver on the day.
In accordance with Japanese regulations, child seats are not mandatory in hired vehicles.
For younger children, a guardian may hold the child securely with a seatbelt.
Seats are often stored unless requested to avoid limiting space.
Can I pay in cash?
Prepayment is required online for booking confirmation.
However, additional charges (e.g. night fee or extra waiting) must be paid in cash directly to the driver.
Can I be dropped off at an Airbnb?
Yes, as long as a full address is provided.
If the address is narrow or not accessible by van, we may suggest a nearby pickup/drop-off spot.
Will the driver speak English?
Some drivers speak basic English.
You’ll receive driver contact info 1 day before the ride.
For assistance, you can message us via WhatsApp or email.
What happens after I book?
Once your booking is confirmed, you will receive an email confirmation.
The day before the service, we’ll send you the driver's name, phone number, vehicle plate, and pickup instructions.
How long is the free waiting time?
Airport Pickup (with flight tracking): 90 minutes after landing
Custom pickup time: 30 minutes
Hotel Pickup: 15 minutes
Please inform us if you expect a delay. Extra waiting time: ¥2,500 / 30 min
How early should I schedule airport transfers?
Arrivals: Allow at least 60–90 minutes for immigration & luggage.
Departures: Plan to arrive at the airport 3 hours before flight time.
Can I request multiple pickup or drop-off points?
Our basic plan is point-to-point.
If you need extra stops, please inform us in advance for a quote.
What if I exceed the free waiting time?
Please contact your driver or support immediately.
If the schedule allows, waiting can be extended for ¥2,500 per 30 minutes.
Excess Passengers or Luggage
By Japanese law, overloading a vehicle is strictly prohibited.
If the number of passengers or luggage exceeds the vehicle’s capacity, the driver has the right to refuse the excess items or passengers.
In such cases, please arrange additional transportation (e.g. a taxi) at your own expense.
